Job Description

• Act as the primary point of contact for all major incidents. Utilize thorough evaluation of impact, urgency, and severity to prioritize incidents effectively.
• Facilitate incident management bridge calls involving support teams, on-call application teams, and if required leadership teams.
• Proficiency in managing diverse monitoring platforms such as ServiceNow and PagerDuty.
• Define and refine the Service Scope based on the Lemongrass Service Catalogue.
• Achieve established SLAs and KPIs while generating comprehensive Process Performance Reports.
• Develop comprehensive Service Delivery reports with a keen eye on what it is that makes this service special for the customer.
• Work with business relationship management to determine business impacts, conflicts and risk associated with process.
• Continually improving the Incident/Problem/Change management process and its execution across the Group
• Maintaining the SOP and the Knowledge Articles in Jira.
• Monitor and record incident progress in real-time.

Responsibilities Duties:

• Measure Incidents on a weekly basis and work on the scope of improvement areas.
• Review and identify Root Cause for all escalated service requests and use this information to improve continuously within service delivery teams.
• Following the closure of a major incident, generate the Major Incident Report (MIR). Initiate the Root Cause Analysis (RCA) to comprehend the incident's underlying cause and devise preventive measures for future occurrences.

Key Skills:

• You are innovative – You are happy to challenge established patterns in the industry if they do not make sense to customers; you are able to put yourself in the shoes of your customers and observe what we do from their perspective; you keep abreast of developments and know when to introduce them to your customers.
• Command authority naturally - You don’t need borrowed power to enlist the help of others – you just know how to do it - you are optimistic and are viewed in a favorable light and are valued by the organizations you work for.
• Possess quick sifting abilities, knowing what to note and what to ignore - The latter is more important since there’s almost always too much data, and rarely too little; ignoring the right things is better than trying to master extraneous data.

Experiance Qualifications:

• Set, observe, and re-evaluate priorities frequently - You focus and prioritize by ranking what is on your plate constantly and by handling fewer actions, emails, attending fewer meetings, and generally limiting their data input.
• Ask good questions and listen to stakeholders - Great project managers don’t just go through the motions; they care about communication and the opinions of the parties involved and they are sufficiently self-aware to know how their communication is received by those stakeholders.
• Do not use information as a weapon or a means of control - You communicate clearly, completely, and concisely, all the while giving others real information without fear of what they’ll do with it.
• Possess domain expertise in (agile) project and service management – You will end up not just having generic management skills; you will also have a deep familiarity with the multiple fields that Lemongrass operates in, the tools we operate and the approaches we deploy that gives you a natural authority and solid strategic insight.
• Exercise independent and fair consensus-building skills when conflict arises - But you embrace only as much conflict as is necessary, neither avoiding nor seeking grounds for control of a particular project segment.

Benefits:

Training, health, insurance, commuting support, lunch service etc.